CRM Manager

COMPANY: SMILE (smile.com.au)
REPORTS TO: CMO or Marketing Lead
DIVISIONS: Retail Dental Cover + Corporate Dental Cover
COMMITMENT: 40hrs/wk. On each day, at least 4 hrs worked b/w 8am-5pm GMT+10 (Brisbane, Australia)
CRM PLATFORM: ActiveCampaign

ROLE OBJECTIVES
This performance profile aims to attract a CRM Manager with a proven track record of developing & implementing successful CRM strategies for marketplaces by driving member acquisition, engagement, and retention strategies to scale Retail Dental Cover and Corporate Dental Cover at Smile. You will utilise CRM strategies including leveraging AI technologies to enhance member onboarding, engagement, and renewal processes. Specifically, the role will be responsible for achieving aggressive new member and member retention growth targets.

ABOUT SMILE
Smile is a national digital health company, comprising 5 divisions including the National Dental Network, Health Fund Partnerships, Projects & Investments plus more recently, Retail Dental Cover and Corporate Dental Cover. Smile is committed to revolutionising quality healthcare accessibility and affordability for the people of Australia. Smile is the top-rated dental cover in the country, offering Retail Dental Cover to the public and Corporate Dental Cover to companies and their teams across Australia. Smile has had a global distributed team for 7+ years & maintained a 5 star rating on Upwork.

KEY RESPONSIBILITIES

1. Strategic CRM Management:
2. Develop and execute a comprehensive CRM strategy aligned with business goals to drive YOY sales growth and drive retention rates to meet or exceed goals.
3. Onboarding, engaging and renewing members through email, SMS, and in-product touchpoints Implement campaigns to increase app downloads, dental invoice scans, and overall app engagement.
4. Design and execute rewards programs and referral initiatives to enhance member engagement.
5. Leverage tools within ActiveCampaign including AI to optimise member engagement and conversion rates.

6. Collaborate cross-functionally with marketing, sales, and product teams to enhance member journeys and experiences.

7. Sales Growth & Retention:

8. Develop personalised communication strategies for renewals and proactive member support.

9. Leverage predictive analytics to identify at-risk members and implement preemptive retention measures.

10. Campaign Optimisation:

11. Design and execute targeted email campaigns, workflows, and automation sequences to nurture leads and increase conversions.

12. Implement a continuous testing strategy to evaluate the business impact of new subject lines, email creative and email frequency

13. Utilise data analytics and AI-driven insights to optimise campaign performance and member segmentation.

14. Data Management & Analysis:

15. Oversee CRM database integrity and ensure accurate member data management.

16. Analyse member behaviour, trends, and feedback to inform strategic decision-making and improve member experience.

17. Technology & Innovation:

18. Stay updated on CRM technologies and industry best practices to drive continuous improvement and innovation in member engagement strategies.

19. Explore and implement AI-driven solutions to personalise member interactions and enhance sales processes.

KEY PERFORMANCE INDICATORS

1. Email and Notification Engagement Metrics:
2. Increase key email performance metrics (open rates, click-through rates, conversion rates, unsubscribe)

3. Optimise mobile app notifications to improve click through and conversion

4. Onboarding :

5. Implement and optimise campaigns designed to improve new member onboarding including mobile app usage, choosing a dentist and scanning invoices

6. Increase member engagement metrics (e.g. rewards, referrals, open rates, click-through rates).

7. Retention:

8. Implement and optimise email and app notification campaigns designed to improve retention of current subscribers

9. Innovation and Optimisation:

10. Implement new AI-driven CRM features or strategies quarterly to enhance efficiency and effectiveness.

REQUIREMENTS
This FULL TIME ROLE will only suit someone who also meets the following requirements:

1. Has a passion for excelling in all they do, and this is evidenced in Upwork ratings/feedback or extra references provided in your application
2. Has extensive experience and evidence achieving exceptional results with CRM Management
3. Can be analytical, strategic, and creative when the role requires it
4. Has perfect spoken & written English
5. Has the highest integrity

If you believe you are a great fit for the role and meet ALL requirements above, we are looking forward to hearing from you!